Here at Bathrobe Depot, your satisfaction is our top priority, and that is why we will take the extra steps to ensure that you are happy. If for any reason you are not happy with the product that you received, then we would be glad to refund or exchange any merchandise that is new and unused within 30 days from the date of your purchase. We have a no hassle policy, and that is why there will be no questions asked. However, we do ask that your merchandise be in the same condition as the day that you purchased it. This would include being in the original packaging and all tags attached.
What are the steps I need to take to return an item?
These are the steps that you need to take in order to return an item:
- Send the Bathrobe Depot an email, which includes your first and last name used at the time of your purchase, invoice number, daytime phone number, email address and the reason you are returning the merchandise.
- Once we receive this information we will reply, which will contain instructions on how to return your item, as well as a return number (RMA#).
- Follow the instructions in our reply email: Pack up the item in its original packaging, include a copy of the original invoice, and ensure the package is sent out within 5 days of receiving the RMA#. It is recommended that you choose a carrier that provides you with a tracking number, as you will need to be able to prove that the package was returned to us in the event that it gets lost during shipping. Include the RMA# on the outside of the package, otherwise your return will not be accepted. It is highly important that your RMA# is clearly stated.
- Upon arrival, we will inspect your item and process your refund. Refunds will be credited back to your credit card or in the form of your original payment. You should expect this payment within 7 days. However, keep in mind that some credit card companies will take an additional 2 to 4 business days once the credit is applied to post to your account.
- For merchandise that values under $500 there will be no restocking fees when returned. You will receive the price of your product, as well as any applicable sales tax. However, we will not refund your original shipping fees or return shipping cost. For orders over $500, there will be a 20% restocking fee and applicable shipping charges.
- In the event that the address is incorrect, outdated or the package is refused upon delivery, then the parcel will be returned to us by the carrier or the unintended recipient. The original return shipping (minimum $9.95) will be taken from the amount that is refunded.
Can custom orders be returned?
Any personalized merchandised is non-returnable. We will not accept returns, cancellations or exchanges on items that are personalized once you have approved a virtual sample. However, you can cancel your order and get a full refund before the mock up is approved.
How do I exchange an item?
There are instances when you receive an item that has been damaged during shipping or contains a manufacture defect. If you wish to exchange an item for the same item, then send us an email. We will reply with instructions on how to send your item back. Return shipping is your responsibility, because we cannot be certain that the item was damaged on our end or not. Once the item has been inspected, we will ship you a replacement. If we do find that the item is damaged on our end, you will be issued a refund on return shipping.
In the event that you want to exchange an item for a different product, then you will need to do the same steps that are described above. Once we have received the return item we will issue you a refund. At that time, you can place an order for a new item. However, it is not necessary for you to wait for us to get the returned product to order a replacement item.
What do I do if I receive a wrong item?
In the event that you get a wrong item or some of your order is missing, please contact us by email within 3 days of receiving your order. After three days we will not be able to track errors and replace your order. Include the order number, as well as a description of missing items or errors. At that time, we will send out a replacement, and give you instructions on hour to return wrongly received merchandise.
The answer about my return is not on this page, what should I do?
Our customer service team would be more than happy to answer any questions that you may have. We will provide solutions to any issues that you may be having. Fill out our contact form and someone will get in touch with you regarding your inquiry.